Frequently Asked Questions (F.A.Q.)

Is your service satellite-based?
No, it is not. The equipment we install at your site does resemble the equipment used for satellite TV and Internet providers, but our equipment is located on towers just a few miles from your home, not on a satellite in geosynchronous orbit, 22,300 miles above the Earth.

Why has my internet gotten slower over time?
We can certainly test your connection to see if the actual, raw speed has dropped, but in most cases, the speed drop is a subjective one. That is, the equipment and plan you are using are still moving the same number of bits per second they always were able to, but your household’s demand for data has increased.

How can we increase my speed?
In some cases, if you already have the latest hardware installed, it can be as simple as just changing the bandwidth plan you are subscribed to. That process starts with you contacting us, and can be completed in under 5 minutes. If you need a hardware upgrade to get to the speed plan you want, it becomes a very important question about lines-of sight.

Why aren’t you as fast as cable or fiber systems are in the city?
Unlike cable or DSL internet, which provides wired service via buried underground copper or fiber optic cable directly to your neighborhood, our service is wireless. A system which operates over a cable can utilize a very large bandwidth, because the cable is completely isolated, whereas wireless equipment must use a much smaller chunk of the available wireless spectrum, because it has to share the airwaves. This limitation results in restrictions on the speed capabilities of the connection from the Access Point on the tower to the Subscriber Module at your site

But I need more speed to watch my streaming videos in [HD/UHD/4K]!
We are dedicated to providing the best service we can, and to constantly improving. In November 2017, for instance, we increased bandwidth speeds for more than 2500 of our subscribers, at no additional monthly costs! If you feel your connection isn’t working as well as you’d like, please give us a call!

What is this “Burst mode” you refer to?
It’s a bit complex, but you can think of it this way…
The Access Point (AP) controls the speed it sends data to the Subscriber Module (SM) at your home, based on the data plan configuration. It allocates a certain amount of virtual data space for each module, which we can call the “burst bucket”. The AP sends data to each SM as fast as it can, up to the Maximum Burst Speed, from this “bucket” of data, but when the bucket is emptied, it refills at the data speed of the subscriber’s plan. At this point, the effective data rate is now the speed of the plan, as the bucket is essentially being emptied as quickly as it’s filled at that sustained data rate.
Why are you charging me so much for a large pole?
Some homes will have easy line-of-sight to our nearest tower, and installation will be a simple matter of mounting our transceiver to your roof. However, some homes are surrounded by trees, or far away from our nearest tower with trees in-between, or your home may be located in a topographical valley, or obstructed in some other way. In this case our technician will test the signal strength at greater heights to see what height is necessary to achieve line-of-sight, and the signal level necessary to provide the proper performance.

Why can’t you update my equipment for free?
This is rather complicated, and has to do with the cost of the equipment, the requirements for installing the kinds of equipment which resides outside the home, and how our system operates